Graduate Trainee - IT Service Desk

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  • Salary: Negotiable
  • Employer Name




    Salary perAnnum
    Job TypePermanent
    Website Link - Apply Here

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    AddressBracknell, Bracknell Forest

My client is one of the UK’s fastest growing companies which delivering global IT solutions through their own teams and partners.

You’ll be joining their team at a time of rapid growth and you will have the opportunity to really make a difference. You'll need to be smart, a self-starter and excited by the challenge of working in a diverse and innovative organisation.

As a Graduate Trainee the primary function of the Service Desk/ Incident and Project Management team is to ensure a consistent quality of service for the installation, maintenance and break fix incidents by way of incident ownership, monitoring, tracking and communication resulting in the adherence to customer Service Level Agreements and the delivery of exemplary levels of customer satisfaction.You will also work on the Project Desk too.

The objective of Incident Management is to restore normal operations as quickly as possible with the least possible impact on either the business or the use.To ensure the engineering workforce to provide the highest possible level of service to our customers as well as ensuring exceptional levels of communication with the customer and all internal stake holders.

Working hours: Monday-Friday 37.5 working hours per week. You may be required to be part of a Standby rota amongst your team which you will be paid an extra allowance for. There is also the potential for overtime depending on business needs.

Graduate trainee – Full training and support will be given for this exciting role. There is also scope for progression and development within this dynamic company.


* To own the SLA for all accounts assigned to you, proactively manage incidents and seek to resolve potential problems for particular calls, following predefined procedures.
• Have as strong awareness of contractual requirements and apply these to the work undertaken ensuring that the company’s SLA attainment is maximised.
• Applying ITIL best practices to work undertaken.
• To provide support to any other area of the Service Desk as and when required.
• To execute internal escalation procedures whilst taking full ownership of the problem through to resolution. This includes applying the appropriate updates to internal and external systems throughout the lifecycle of the incident.
• To monitor and manage response times within Service Level Agreements (SLA) to ensure that contractual agreements are met.
• To provide support to any other area of the Service Desk as and when required.
• Escalate all known non conformances to the relevant Regional Manager and Service Desk Team Lead.
• Update internal incident records to reflect any circumstances or events that may impede our ability to meet SLA.
• To proactively execute the internal escalations procedure in the event of a potential breach/complete failure of SLA.
• Ensure that updates are applied throughout the lifecycle of the incident therefore creating an audit trail of events.
• Act as a point of escalation for the field engineers in the event of any issues which impede the progression of any planned activities.
• To adhere to and demonstrate controls and disciplines applied in order to maximise utilisation of field resources.


• Demonstrable experience in a call centre ideally within an ITSM environment (desirable)
• Excellent PC Skills – including Microsoft Word, Excel, Outlook and other office applications.
• Knowledge of standard IT related products. (PC’s, Laptops, Printers
• Excellent verbal and written communication skills and ability to convey information clearly and effectively.
• Ability to effectively handle multiple tasks in a fast paced environment.
• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues.
• Ability to resolve issues of conflict in a tactful and professional manner.
• Positive, self-motivated, enthusiastic and proactive.
• Organised, able to manage time effectively and prioritise tasks.
• Flexible and adaptable to meet changing business demands and working environments